Question 1

Universal Containers wants to implement a new Experience Cloud site to support its customers. It has

provided the following requirements:

• Ability for visitors to search Knowledge articles without registering or logging in

• Ability for over 1 million registered customers to securely submit cases and view the status of those cases

• Ability for registered customers to save favorite Knowledge articles for easy access later

Options :

A : Implement a Customer Account Portal experience.

B : Implement a Help Center experience.

C : Implement a Microsite (LWR) experience.

Answer: A

Question 2

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate

key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the

upcoming Salesforce Release schedule may impact the implementation project's development efforts.

What should a Service Cloud Consultant recommend that UC's Salesforce Admin do in this scenario?

Options :

A : Postpone the release to the production org so the team can finish the project before the release is deployed.

B : Disable updates to the sandbox so the team can continue using the solution without the updates from the release.

C : Conduct testing in a preview sandbox so the team can adjust features that will be affected by the release.

Answer: C

Question 3

Support managers have requested the ability to provide real-time feedback to agents

during customer chat sessions.

Which feature should a consultant configure to meet this requirement?

Options :

A : Chatter

B : Omni-Channel Supervisor

C : Flow Orchestrator

Answer: B

Question 4

Cloud Kicks is implementing a focused Messaging strategy to pass priority issues to the right reps.

Which solution should a Service Cloud Consultant explore to track handle time and messaging session

resolution on these specific interactions?

Options :

A :

Create a custom report type with AgentWork as the primary object and Messaging Session as the secondary object.

B :

Create a custom report type with AgentWork as the primary object and Messaging User as the secondary object.

C :

Create a custom report type with Messaging Session as the primary object and AgentWork as the secondary object.

Answer: C

Question 5

Universal Containers has a robust Knowledge Base with several hundred articles. The management team has

recently identified 15 knowledge articles that contain confidential product information and should only be

visible to internal support reps.

Which system configuration should the consultant recommend to ensure these 15 articles have been properly

secured?

Options :

A : Change the Sharing Settings for Knowledge from "Public Read Only" to "Private".

B : Disable the "Use Standard Salesforce Sharing" Knowledge Settings attribute.

C : Change the visibility settings for these articles to only "Visible In Internal App".

Answer: C

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